Desktop Support Analyst

Aristocrat Gaming • Lansing, MI

4d

About The Position

The Desktop Support Analyst helps maintain smooth technology operations at Aristocrat, supporting the company’s internal employees and contributing to its gaming experiences. The role delivers IT Helpdesk support, troubleshoots and maintains user devices and corporate communications equipment, and works with the Global Aristocrat IT team in a fast-paced, collaborative environment. Support is provided through phone, email, walk-up service, remote support, and a virtual smart bar. The role also includes documenting technical processes and performing other duties assigned by management.

Requirements

• High school diploma or equivalent experience.
• Technical knowledge across a broad range of IT fields.
• Strong verbal and written communication skills.
• Outstanding customer focus and attention to detail.
• Customer service orientation.

Nice To Haves

• Associate degree or equivalent experience in Information Technology or a related field.
• A+, Network+, or Security+ certification.
• MCP certification or equivalent.
• ITIL certification or experience.
• At least 1 year of Helpdesk or Call Center experience in a large enterprise environment.

Responsibilities

• Deliver high-quality IT Helpdesk support to internal employees while providing excellent customer service.
• Build and maintain positive relationships with the Global Aristocrat IT team.
• Work effectively in a high-intensity, team-oriented environment.
• Open, update, and close trouble tickets with detailed information.
• Perform initial troubleshooting and diagnosis on local and remote devices, including proactive interventions.
• Create, update, bring up, and close incidents and service requests in the ticketing system.
• Develop and document technical processes and procedures.
• Respond to and diagnose issues with corporate communications devices.
• Build, maintain, and troubleshoot PCs, laptops, and proprietary client hardware.
• Assist users by phone, email, walk-up, remote support, and virtual smart bar.
• Perform other duties as assigned by management.

Benefits

• Depending on role and location, potential eligibility for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED